Operations Executive / Senior Operations Executive

YouTrip is the leading and fastest-growing multi-currency payment platform in Asia Pacific. In 2018, we pioneered the region's first multi-currency digital wallet. Now, YouTrip is the #1 multi-currency digital wallet trusted by millions across the region, processing over US$15 billion in total payment value annually.

Our consumer and business propositions – YouTrip and YouBiz – empower individuals and businesses with inclusive, accessible, and affordable financial solutions. YouTrip has raised over US$110 million to date, including its recent Series B round led by global venture capital firm Lightspeed Venture Partners—underscoring strong investor confidence in its mission to transform digital financial services across the Asia Pacific.

Recognised as World Economic Forum’s Global Innovator 2025, CNBC’s World’s Top Fintech Companies (2025, 2024), and LinkedIn’s Top Startup (2024, 2023), YouTrip is dedicated to creating the next generation of digital finance services for consumers and businesses.

Valuing an entrepreneurial culture of diversity and inclusion, we are seeking driven individuals to join our fast-growing regional team as we push the boundaries of innovative fintech solutions.

About the Role

As the Operations Executive for Malaysia, you will play a pivotal role in driving operational excellence, enhancing customer experience and improving the overall effectiveness of our 24/7 customer service operations.

Working closely with the Customer Service Manager, you will leverage operational data, customer insights and performance analytics to identify opportunities for improvement, develop actionable strategies and drive cross-functional initiatives. You will oversee key operational frameworks, including reporting and analytics, quality assurance, training, knowledge management and workforce performance, while collaborating with stakeholders across Product, Finance, Legal, Compliance and other business functions.

As a key member of the operations leadership team, you will also serve as the Customer Service Manager’s designated backup, supporting day-to-day decision-making, stakeholder engagement and operational continuity in their absence.

You will:

1. Data Analytics, Reporting & Performance Management

• Analyse customer behaviour and operational performance using ticket volumes, call data, CSAT, contact drivers and FX-related data.
• Develop and maintain daily, weekly and monthly reports and dashboards to monitor KPIs, SLAs, quality and customer satisfaction.
• Identify trends, validate hypotheses, investigate root causes and recommend data-driven improvements.
• Evaluate the impact of initiatives on contact volumes, operational efficiency and customer experience.

2. Quality Assurance & Continuous Improvement

• Own and enhance the QA programme across calls and email tickets, ensuring alignment with COPC principles and customer, business and compliance standards.
• Establish consistent evaluation frameworks, scoring methodologies and calibration sessions.
• Analyse QA results to identify performance gaps and drive targeted coaching, corrective actions and service improvements.

3. Training & Knowledge Management

• Maintain accurate and up-to-date knowledge bases, SOPs, response templates and operational guidelines.
• Design and deliver onboarding, refresher and product-specific training for agents and Team Leaders.
• Identify knowledge gaps and measure training effectiveness through QA results and operational KPIs.

4. Operations Management & Escalation Support

• Monitor workforce planning, staffing coverage, intraday performance, shrinkage and absenteeism to maintain SLA commitments.
• Support operational projects, process improvements and complex customer escalations, including disputes and chargebacks.
• Participate in 24/7 on-call and weekend escalation rotations, deputising for the Customer Service Manager when required.

5. Vendor & Commercial Management

• Support vendor performance reviews, contract management and commercial optimisation.
• Oversee invoice verification, payment coordination and billing discrepancy resolution.

You are:

• 4–7 years of experience in customer service, contact centre operations or customer experience, preferably within the financial services, fintech or payments industry.
• Demonstrated experience in operational data analysis, reporting and performance management, with the ability to translate data into actionable business insights.
• Hands-on experience in designing, implementing or managing QA programmes, conducting calibration sessions and driving continuous improvement initiatives.
• Experience in developing and delivering training programmes for frontline teams, including onboarding, refresher training and product or process updates.
• Strong understanding of contact centre operations, including SLA management, quality metrics, customer satisfaction, workforce planning and frontline performance management.
• Familiarity with COPC standards or comparable contact centre quality and operational excellence frameworks is an advantage.

Technical & Analytical Skills

• Strong analytical and problem-solving capabilities, with exceptional attention to detail and a commitment to data accuracy.
• Proficiency in spreadsheets and business intelligence or dashboarding tools, with the ability to develop meaningful reports, dashboards and performance analyses.
• Comfortable working with ticketing platforms, knowledge management systems and workplace collaboration tools.
• Ability to identify trends, investigate root causes, test hypotheses and develop data-backed recommendations.
• Strong written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders through effective data storytelling.